Call Center Customer Service Rep, CSR

MMC Group • East Hartford, CT

5d • $21 • Onsite

About The Position

As a Customer Service Representative, you will serve as the first point of contact for program applicants and recipients. This role requires strong listening skills, empathy, and professionalism to ensure timely and accurate call resolution. You will provide callers with program and account information while maintaining the highest standards of quality, compliance, and customer satisfaction. Outstanding attendance and reliability are essential to success in this role.

Requirements

• Must be 18 years of age or older
• High school diploma or equivalent required
• Minimum of six months of call center experience required
• Associate degree or higher may substitute for call center experience
• Ability to pass a 30 words per minute typing test

Nice To Haves

• Strong work ethic with demonstrated attendance and punctuality
• Ability to explain complex information in a clear and concise manner
• Excellent verbal and written communication skills
• Effective problem-solving and critical thinking abilities
• Prior customer service or call center experience
• Ability to navigate multiple software applications simultaneously
• A genuine passion for helping people and guiding them to effective solutions
• Calm conflict resolution skills and the ability to handle frustrated callers with empathy
• Ability to work in a structured, high-volume call center environment for the duration of the shift

Responsibilities

• Answer inbound calls from applicants and recipients regarding social service programs
• Accurately document all caller interactions within internal systems
• Follow approved scripts and procedures to ensure compliance and consistency
• Provide clear, complete, and accurate information based on program requirements
• Communicate trends, recurring questions, and caller concerns to call center leadership
• Assist callers in difficult or sensitive situations with empathy and professionalism
• Resolve calls within established performance and quality metrics
• Safeguard confidential and sensitive information at all times
• Meet or exceed daily standards for call volume, quality, and customer satisfaction

Benefits

• Paid training
• Consistent weekday schedule
• Weekends off
• Supportive, professional work environment

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED